About MarBrisa Resort

The MarBrisa Carlsbad Resort (Hilton Grand Vacations Club at MarBrisa) has 14 Villas nestled on 43 acres of lush landscaping in Carlsbad, CA. Classic Spanish Mediterranean-style villas offer panoramic ocean and park views with an incomparable location close to all the best that Southern California has to offer.

Challenge

Focused on providing the best guest experiences while improving operational efficiency, The MarBrisa Resort was looking for a guest messaging solution that will help expedite questions and requests while reducing call volume for the customer service team to improve efficiency. MarBrisa chose Zingle as their messaging partner due to the technology, automation capabilities and support that they needed to be successful.

Solution

MarBrisa partnered with Zingle to create a texting program that engages guest throughout their entire stay at the resort. Starting with a welcome message, MarBrisa immediately engages guests with a text message as well as a notification when their room is ready. Mid-stay and end-of-stay surveys are sent out to ensure guests are happy throughout their entire time at the resort.

Results

Through text message engagement with guests, MarBrisa saw a 25% reduction in call volume while boosting guest satisfaction scores. Additionally, MarBrisa employees were also more efficient and happy with employee satisfaction score increasing from 40 to 84 after using Zingle.

"Zingle has become an extension of our brand voice as our guests love texting us for anything they need. Zingle helps us fulfill requests and resolve issues faster than ever before and it’s an important part of our guest experience."